Report a Wiise issue with your Support services partner 

Why report a Wiise issue with your Support services partner?

We want you to use the Wiise platform to its full potential and to have the best possible experience as a Wiise user.  

Submitting a support request to your partner that is clear, concise and highly detailed will help them to troubleshoot problems as quickly as possible and ensure you to get more from your Wiise ERP investment. 

How to report a Wiise issue with your Support services partner?

Wiise is an intuitive, flexible and secure ERP system – but, as with any advanced technology, occasionally problems arise, or teams need a bit of expert advice to get maximum value from the platform.

That's where your ERP implementation partner or your support services partner comes in. 

If your team has a problem or question about the Wiise platform, the first step is to raise it with your Wiise implementation partner.

In most cases, your support services agreement should include post-implementation support and your Wiise partner will be ready and waiting to help. Even so, how you ask for help matters.  

To ensure they can help you quickly and effectively, your initial support request should contain as much relevant information as possible, presented in a clear and concise format. Here are a few important questions to ask yourself, when submitting a support request: 
 

1. How will I contact my implementation partner?
   1. You'll find the support contact details for most Wiise partners on your partner's website. In most cases this is likely to be a support email address, however some partners may have phone support as well.
   2. When contacting partner support, remember to include your: 
      1. Account Information: company name 
      2. Contact details: your name, phone number and email address.  
      3. User role: specify your role within the organisation (this can help your implementation partner to direct your query to the right person). 
2. What am I asking?
   
   This might sound obvious, but taking time to fully understand what you’re hoping to achieve by contacting your partner's support team can have a big impact on whether (and how quickly) they can help. Your query should include: 
   1. A clear and concise title – sum up your question or problem in just a few words, e.g. "Unable to Generate Sales Reports." 
   2. A detailed description – keep this concise and include important information that can help them to troubleshoot the issue, such as the date and time that it first occurred, what task you were trying to perform when it happened and any error messages. 
   3. Steps to reproduce – If possible, list the steps you took before encountering the problem (this helps your partner consultants to recreate the issue and uncover the cause). 
3. Have I included enough information?
    
   The more detail your partner has upfront, the sooner they can begin to investigate and solve your problem. Helpful information includes: 
   1. Screenshots – anything that shows exactly what you’re seeing, from error messages to unexpected behaviour. 
   2. User impact – explain how the issue affects your daily operations or the specific tasks it hinders (this can also help your partner to triage your query). 
   3. Workarounds – if you've found any temporary workarounds, be sure to mention them in your request (this can help your partner to troubleshoot).  
4. What should I do after I’ve submitted a request?
    
   Sit tight! In some cases, a reasonable response timeframe might be outlined in your SLA but remember that the time taken to respond will be influenced by the seriousness and complexity of the problem. 
   
   Your partner may also be supporting several other businesses, so may take longer to respond during busy periods.  
    
   When your partner responds to your request, be ready to: 
   1. Respond promptly – if they request additional information, the sooner you can provide it, the sooner they can resolve your query. 
   2. Test solutions – if your partner provides a potential solution or workaround, you can help them by quickly testing it and providing immediate feedback on whether it has helped.  
   3. Document solutions – keep a record of the exact advice your partner has provided, so that you have all the information you need to tackle the problem if it re-occurs in future.